"Your expertise on the culture of our host country prepared us extremely well for our posting."
DRA, participant
DRA, participant
"I had no idea that the same situation can be interpreted differently by people from other cultures. Thanks for opening my eyes!"
Winkels Akademie, participant
Winkels Akademie, participant
"I now feel confident that I can handle cultural differences on my overseas posting. Thank you and well done!"
Nokia, participant
Nokia, participant
"Your trainer managed to teach us practical skills rather than just awareness. I highly recommend it."
Guardian, participant
Guardian, participant
"We now understand what drives different behaviour and how to adapt to it."
City of Port Phillip, Participant
City of Port Phillip, Participant
"Your pre-departure training is a must for anyone relocating to another culture."
Corning Inc., Participant
Corning Inc., Participant
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Cultura FrancaABN 74 865 959 747www.culturafranca.com.au training@culturafranca.com.auTel. (03) 93975409
ABN 74 865 959 747www.culturafranca.com.au training@culturafranca.com.auTel. (03) 93975409Case studies
State Government – Small Business Workshops
Objectives: For a State Government Department, we were engaged to deliver a series of cultural competence training workshops for a business owner’s audience. The workshops ran around the state of Victoria over the course of a month and had the objective to encourage small businesses to explore culturally diverse markets.
Approach: Considering the usually underrepresented share of small businesses in international or ethnic markets, we developed a strategy to introduce the topic in a practical and hands-on way to small business owners.
The outcome was the development and delivery of a series of workshops focusing on four different aspects of operating in foreign business environments or ethnic local markets.
We developed a series of four three-hour modules that focused on the practical aspects of marketing and selling to culturally diverse markets.
The series included trainings on marketing, selling, customer service and business planning and product development.
Outcomes: We delivered a total of 12 workshops over the course of the month to an average group size of 15 business owners and received a wealth of comments and feedback on the interest it had sparked in the small business community. The client’s objective to introduce and educate small business owners about opportunities in diverse markets had been successfully achieved.
Local Government Department – Culturally Appropriate Service Delivery
Objectives: For a local Government agency we were engaged to improve their service delivery for CALD (culturally and linguistically diverse) clients. We developed a two-tiered approach, involving several delivery methods to meet the department’s objectives.
Approach: This involved the planning and design of four consecutive training sessions for managerial specialist staff in the first instance. We developed the courses and all training materials based on the earlier set objectives and to achieve a number of practical outcomes.
Two of the envisaged outcomes were that firstly, managerial staff was to be the ‘champion’ of culturally sensitive service delivery in their organisation and that secondly, the development of cultural competence in the organisation would be ongoing rather than terminate in just the training.
The next step involved the planning and development of short, practical training courses for general staff in direct contact with CALD clients. In addition to the training, we developed a paper based learning instrument that worked both during and after the training.
Owned by both managerial and general staff, this ‘Cultural Competence Handbook’ offered guidance, activities, discussion threads and resources for the managers to train and further develop cultural competence in their staff.
For the general staff it offered practical case studies and self-reflecting exercises that they are encouraged to complete after the training course, overall ensuring improved service delivery for clients.
Outcomes: After the successful implementation of the strategy, staff confidence in servicing CALD clients has improved by 82%. It is now envisaged that the resource will be developed to suit an online environment and included in the staff induction training.
Australian Business – Intercultural Negotiation And Service Competence
Objectives: For one of our clients, an Australian import-export business focusing on European markets, we have been providing cultural competence training of their managerial and sales staff for a number of years.
In the last years this involved training staff for market entry in Germany and a number of Russian speaking countries. Our most recent work with this client involved the briefing and training of their trade representatives for negotiation talks with German trade partners as well as preparing Australian staff to service overseas clients.
In this instance, they asked us to advise on culturally appropriate negotiation and communication techniques and to train both their associates travelling to Germany and the team here who would be servicing them.
Approach: Our approach involved the development of a two-fold training strategy where we worked separately with the representatives and service staff.
For the staff travelling to Germany we developed an intensive short-course of language, communication and business practices, involving the analysis of case studies and the acting out of role-plays as well as the development of a practical briefing document for use while on their trip.
For the service team we developed a one-day intensive training course on customer service expectations, communication issues, different attitudes towards time and hierarchy and the different structures of business processes.
Outcomes: The outcomes of our services were improved preparedness for foreign trade negotiations and improved capability to service potential foreign partners and clients.
European Eduction Sector – Training Educators In Intercultural Competence
Objectives: This european client has been using our services for a number of years in the training of their teaching staff as well as in the preparation of entering foreign markets. With their main office in Berlin, they are involved in the emerging educational markets of Eastern Europe and engaged us to consult them on the preparation of teaching staff for educating foreign students.
Approach: Our most recent engagement with this client involved the Cross-Cultural Communication Training of their teaching staff on teaching methods best suited to their eastern european students. This involved the development and delivery of a practical training course for teaching staff.
It focused on the different learning and teaching methods between Germany and Eastern Europe, information on the change of educational services after the Cold War, preparedness of eastern european students to study in Germany as well as how to best cater for their students. The training had a heavy practical component, where we developed a work project that teachers could work on in teams.
For this, the facilitator and the groups analysed current teaching and lesson plans for various subjects of the client and then redeveloped them to suit them better to diverse student needs. The training concluded by a presentation and evaluation of changed teaching and lesson plans.
Outcomes: The outcomes of the training were confident, well prepared teaching staff, culturally appropriate educational content and ultimately improved learning outcomes for the foreign students.
Objectives: For a State Government Department, we were engaged to deliver a series of cultural competence training workshops for a business owner’s audience. The workshops ran around the state of Victoria over the course of a month and had the objective to encourage small businesses to explore culturally diverse markets.
Approach: Considering the usually underrepresented share of small businesses in international or ethnic markets, we developed a strategy to introduce the topic in a practical and hands-on way to small business owners.
The outcome was the development and delivery of a series of workshops focusing on four different aspects of operating in foreign business environments or ethnic local markets.
We developed a series of four three-hour modules that focused on the practical aspects of marketing and selling to culturally diverse markets.
The series included trainings on marketing, selling, customer service and business planning and product development.
Outcomes: We delivered a total of 12 workshops over the course of the month to an average group size of 15 business owners and received a wealth of comments and feedback on the interest it had sparked in the small business community. The client’s objective to introduce and educate small business owners about opportunities in diverse markets had been successfully achieved.
Local Government Department – Culturally Appropriate Service Delivery
Objectives: For a local Government agency we were engaged to improve their service delivery for CALD (culturally and linguistically diverse) clients. We developed a two-tiered approach, involving several delivery methods to meet the department’s objectives.
Approach: This involved the planning and design of four consecutive training sessions for managerial specialist staff in the first instance. We developed the courses and all training materials based on the earlier set objectives and to achieve a number of practical outcomes.
Two of the envisaged outcomes were that firstly, managerial staff was to be the ‘champion’ of culturally sensitive service delivery in their organisation and that secondly, the development of cultural competence in the organisation would be ongoing rather than terminate in just the training.
The next step involved the planning and development of short, practical training courses for general staff in direct contact with CALD clients. In addition to the training, we developed a paper based learning instrument that worked both during and after the training.
Owned by both managerial and general staff, this ‘Cultural Competence Handbook’ offered guidance, activities, discussion threads and resources for the managers to train and further develop cultural competence in their staff.
For the general staff it offered practical case studies and self-reflecting exercises that they are encouraged to complete after the training course, overall ensuring improved service delivery for clients.
Outcomes: After the successful implementation of the strategy, staff confidence in servicing CALD clients has improved by 82%. It is now envisaged that the resource will be developed to suit an online environment and included in the staff induction training.
Australian Business – Intercultural Negotiation And Service Competence
Objectives: For one of our clients, an Australian import-export business focusing on European markets, we have been providing cultural competence training of their managerial and sales staff for a number of years.
In the last years this involved training staff for market entry in Germany and a number of Russian speaking countries. Our most recent work with this client involved the briefing and training of their trade representatives for negotiation talks with German trade partners as well as preparing Australian staff to service overseas clients.
In this instance, they asked us to advise on culturally appropriate negotiation and communication techniques and to train both their associates travelling to Germany and the team here who would be servicing them.
Approach: Our approach involved the development of a two-fold training strategy where we worked separately with the representatives and service staff.
For the staff travelling to Germany we developed an intensive short-course of language, communication and business practices, involving the analysis of case studies and the acting out of role-plays as well as the development of a practical briefing document for use while on their trip.
For the service team we developed a one-day intensive training course on customer service expectations, communication issues, different attitudes towards time and hierarchy and the different structures of business processes.
Outcomes: The outcomes of our services were improved preparedness for foreign trade negotiations and improved capability to service potential foreign partners and clients.
European Eduction Sector – Training Educators In Intercultural Competence
Objectives: This european client has been using our services for a number of years in the training of their teaching staff as well as in the preparation of entering foreign markets. With their main office in Berlin, they are involved in the emerging educational markets of Eastern Europe and engaged us to consult them on the preparation of teaching staff for educating foreign students.
Approach: Our most recent engagement with this client involved the Cross-Cultural Communication Training of their teaching staff on teaching methods best suited to their eastern european students. This involved the development and delivery of a practical training course for teaching staff.
It focused on the different learning and teaching methods between Germany and Eastern Europe, information on the change of educational services after the Cold War, preparedness of eastern european students to study in Germany as well as how to best cater for their students. The training had a heavy practical component, where we developed a work project that teachers could work on in teams.
For this, the facilitator and the groups analysed current teaching and lesson plans for various subjects of the client and then redeveloped them to suit them better to diverse student needs. The training concluded by a presentation and evaluation of changed teaching and lesson plans.
Outcomes: The outcomes of the training were confident, well prepared teaching staff, culturally appropriate educational content and ultimately improved learning outcomes for the foreign students.